The challenge: Complex payment management across multiple properties
Karbon Homes faced significant challenges with rental arrears management that were impacting both cash flow and tenant relationships. The housing association needed a comprehensive solution to simplify payment processes while maintaining control across its complex multi-landlord structure.
The existing payment systems were creating barriers for tenants wanting to pay their rent, whilst generating excessive administrative burden for Karbon's teams through manual processes and high volumes of payment-related enquiries.
The solution: Comprehensive digital payment suite
Karbon partnered with Access PaySuite to implement a comprehensive suite of digital payment solutions designed to address both tenant needs and operational efficiency:
Multi-channel payment options:
- Phone payments with secure card processing
- Open banking for instant bank transfers
- Bespoke payment links for flexible payment scheduling
- Integrated secure card portal enabling tenants to make online payments through their personalised customer platform
Backend management system:
- Income Management system providing centralised view of all payments
- Automated reconciliation streamlining financial processes
- Real-time integration ensuring payments are reflected immediately in customer accounts
- Multi-landlord environment management for subsidiary organisations within the Karbon group
Enhanced security and compliance:
- Call Secure+ ensuring top-level compliance with payment card industry data security standards
- Robust payment processing meeting all regulatory requirements
The impact: Transforming payment performance
Financial impact
- £200K reduction in rental arrears across the organisation
- Processing over £10 million in transactions through the new system
Operational efficiency gains
- 75% increase in self-service payments reducing administrative burden
- Around 900 fewer calls per month to the customer service team
- Real-time integration eliminating delays in payment processing
- Simplified reconciliation streamlining end-of-day financial processes
Enhanced tenant experience
- Tenant satisfaction levels rose to 81.5% following implementation
- Simplified payment process making rent payments straightforward
- Multiple payment options giving tenants flexibility in how they pay
- Immediate payment confirmation through real-time system updates
The partnership has delivered significant improvements in both operational efficiency and customer experience, with tenants reporting that making payments is now one of the most straightforward interactions with their landlord.
Making a payment, paying your rent, or paying your landlord should be the most simple and straightforward thing. We've ensured that it is as straightforward as it can be for our customers by partnering with Access PaySuite and implementing a suite of their payment solutions.
Key success factors
Comprehensive solution approach
Rather than implementing isolated payment methods, Karbon chose a complete ecosystem of integrated solutions that work together seamlessly.
Multi-landlord capability
The system efficiently handles payments across subsidiary organisations within the Karbon group, maintaining proper segregation whilst providing unified management.
Real-time processing
Immediate payment reflection improved accuracy and customer satisfaction whilst enabling proactive account management.
Customer-centric design
By offering multiple payment channels, Karbon accommodated different customer preferences and technical capabilities.
Technical implementation benefits
Integration capabilities
- Seamless connection with existing customer platform
- Real-time data synchronisation across all systems
- Automated reconciliation reducing manual processing
Security and compliance
- Payment Card Industry data security standards compliance
- Secure payment processing across all channels
- Robust audit trails for all transactions
Scalability
- System designed to handle high transaction volumes
- Flexible architecture supporting future growth
- Multi-organisation capability built-in
Looking forward: Ongoing partnership value
Karbon continues to work closely with Access PaySuite on future developments, including enhancing integrations to make real-time payments even faster. This ongoing partnership ensures Karbon remains at the forefront of payment technology, continually improving services for both the organisation and its customers.
The strong relationships developed with the Access project manager and account manager enable open discussions about successes and challenges, helping identify opportunities for improvement and staying ahead of technological advancements in the payment industry.
Why this approach works for housing providers
Addressing core challenges
- Arrears Management: Direct impact on rental arrears through improved payment accessibility
- Operational Efficiency: Significant reduction in manual processes and customer service burden
- Tenant Satisfaction: Multiple payment options improving customer experience
- Financial Control: Real-time visibility and automated reconciliation
Scalable benefits
- Solutions designed for complex multi-property environments
- Integration capabilities that work with existing systems
- Security standards appropriate for sensitive financial data
- Ongoing support ensuring continued optimisation
The Access PaySuite advantage for housing
Access PaySuite's comprehensive payment solutions are specifically designed to address the unique challenges faced by housing associations and property managers:
- Multi-landlord capability for complex organisational structures
- Real-time integration for immediate payment visibility
- Comprehensive security meets all regulatory requirements
- Flexible payment options accommodating diverse tenant needs
- Ongoing partnership ensuring continuous improvement
Transform your payment performance
Karbon Homes' success demonstrates the tangible benefits of implementing comprehensive digital payment solutions tailored for the housing sector. From significant arrears reduction to improved operational efficiency and higher tenant satisfaction, the results speak for themselves.
Ready to explore how Access PaySuite can help your organisation?
Contact our housing specialists to discuss your specific requirements and discover how our solutions can deliver measurable improvements for your business.